1-Day Replying To Email Feedback And Complaints Effectively Course
In Singapore

Equip with critical and analytical skills in response to email feedback and complaints

All our courses are not subsidised and non-claimable using SkillsFuture credit

Replying To Email Feedback And Complaints Effectively Course Overview

Learn from the original creator of this course – Ms. Caroline Dawson.

A well-written and strong email reply is vital in effective writing communication. The course is structured such that learners will learn to adopt an appropriate style, tone and format of writing, express their points coherently, and to consistently produce focused replies. They will also pick up skills to avoid common writing errors and to write professionally.

At the end of the course, learners are able to:

  • Appreciate the importance of writing well for their organisation and themselves.
  • Apply principles taught to write emails that are clear and logical; and meet the organisation’s needs and expectations better.
  • To learn the value of good written replies.
  • To develop paragraphs that introduce, connect, develop and conclude ideas.
  • To learn how to edit your work so you can feel confident that it is clear, concise, complete and correct.
  • To provide an opportunity to apply these skills in real work situations.

This workshop is suitable for

  • Executives, Administrative Officers and anyone who needs to handle formal email-based feedback and complaints
  • Anyone who interacts with both external and internal customers.

Learners are guided through practical steps of the topic with a combination of

  • lecture
  • individual and group activities
  • writing exercises

Course Outline

  • Customer analysis—Objectives are to manage objections from customers and content.
  • Applying critical and analytical skills in email replies (feedback and complaints).
  • Different types of email replies—informational and decision-making.
  • Objectives of emails.
  • Use storyboarding to structure thoughts and deliverables.
  • Templates for formal and informal email replies.
  • Modern day business writing vs. older form of business writing.
  • The Five W’s of planning (Executive Summary skills).
  • Concise writing essentials.
  • Words and phrases for replying to feedback (e.g. general requests, compliments etc.) and complaints.
  • Common grammar errors made in writing.
  • Editing and proofreading skills.

Our Dedicated Trainer

Learn from the original creator of this course.

Caroline has more than 10 years of invaluable experience as an Editor of lifestyle and technical publications and 20 years  teaching business management, environmental and soft-skills communication.  

As a former journalist, Caroline’s professional work experience as a Corporate Trainer/Facilitator,  Keynote Speaker and Learning & Development Consultant; has required her to market the value of  her programs and persuade clients to value and understand the urgency of good communication  and management skills in the work force. As an ACTA certified WSQ trainer, She has also worked  with  the  Workforce Development  Agency  of  Singapore  to  develop  training  content  for  the  Employability Skills System where she successfully attained industry approved competencies in  conducting, planning and designing competency based assessments for communication  workshops. 

Her  many  opportunities  in  working  with  the  public  and  private  sectors  around  the  world  has  enhanced her training experience. Learners of her training workshops attest to her motivational,  instructional and highly experiential training methodology that have helped them in their workplace  business  management.  Caroline  has  trained  operational,  supervisory  and  managerial  staff  from  various organisations. 

She holds a Master of Arts in Mass Communication from NTU (Singapore) and has attained the  Diploma in Teaching English to Speakers of Other Languages (TESOL) certification through the  London Teacher Training College and also teaches English as a foreign language. Caroline is also  an  MBTI®,  DISC  Accredited  Administrator,  Enneagram  and  Lumina  Spark/Emotion  practitioner;   Certified  ScrumMaster®  and  ICAgile  Certified  Professional  Agile  Team  Facilitation  (ICP-ATF)  of  which she uses such tools for top level managers and supervisors on managing their leadership  styles and team members. Caroline is now pursuing her Doctorate in Business Administration from  the University of Teesside (UK). 

Course Registration

All our courses are not subsidised and non claimable using SkillsFuture credit.

Organisations with more than 2 learners, click here to download registration form.

All registration forms should be submitted at least 2 weeks before course commencement. Many courses have pre-requisites, which are intended to foster a learner’s success in the course. Be sure to check the necessary pre-requisites before registering.

This course is not subsidised and non claimable using SkillsFuture credit.

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Course Information

Course Code:


Course Fee:

S$490.00 (Nett)

Call us for a group rebate when you register in a group of 8 or more.

Absentees will be charged the full course fee.

Course Dates:

1 day, 9:00am – 5:00pm
(7 hrs, exclude lunch break)

A closed class can be requested if you have a group of at least 8 or more registered for the same course and date at a preferred date, subject to trainer availability.

Closed class is not customised class.


For Company-Sponsored learners: Click here to download registration form.

For Self-Sponsored learners: Click here to download registration form.

Training Venue:

To be confirmed one (1) week prior to the course start date.


ALS reserves the right to reschedule, postpone or cancel any course, change the trainer and venue at short notice and at its absolute discretion, due to insufficient enrolment, class size, availability and circumstances outside our control.

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